The book is written and organized to be as simple as possible to use so that anyone can find and learn new tools without a teacher. Above all, this is an instruction book. The reader can learn new tools or, for familiar tools, discover new variations or applications. It also is a reference book, organized so that a half-remembered tool can be found and reviewed easily, and the right tool to solve a particular problem or achieve a specific goal can be quickly identified. With this book close at hand, a quality improvement team becomes capable of more efficient and effective work with less assistance from a trained quality consultant. Quality and training professionals also will find it a handy reference and quick way to expand their repertoire of tools, techniques, applications, and tricks.For this second edition, Tague added 34 tools and 18 variations. The "Quality Improvement Stories" chapter has been expanded to include detailed case studies from three Baldrige Award winners. An entirely new chapter, "Mega-Tools: Quality Management Systems," puts the tools into two contexts: the historical evolution of quality improvement and the quality management systems within which the tools are used.This edition liberally uses icons with each tool description to reinforce for the reader what kind of tool it is and where it is used within the improvement process. Buy the eBook List Price Price: You are in the United States store
4 American Society for Quality, Quality Press, Milwaukee by ASQ All rights reserved. Published 2005 Printed in the United States of America Library of Congress Cataloging-in-Publication Data Tague, Nancy R., 1955 The quality toolbox / Nancy R. Tague. 2nd ed. p. cm. Includes bibliographical references and index. ISBN (soft cover, perfect bind : alk. paper) 1. Group problem solving. 2. Self-directed work teams. I. Title. HD30.28.T '036 dc ISBN No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Publisher: William A. Tony Acquisitions Editor: Annemieke Hytinen Project Editor: Paul O Mara Production Administrator: Randall Benson ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange. Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books, videotapes, audiotapes, and software are available at quantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at , or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call Visit our Web site at or Printed on acid-free paper
Quality Toolbox 2nd (second) Edition Free Download
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23 Preface to the Second Edition In the ten years since the first edition of this book was published, much has changed and much has stayed the same in quality improvement. The fundamental tools continue to be essential, but the value of other tools, especially statistical ones, has become more widely acknowledged. Thanks to Six Sigma, statistical tools such as hypothesis testing, regression analysis, and design of experiments, which have always been powerful tools for understanding and improving processes, are being used more regularly within quality improvement projects. A variety of previously lesser-known nonstatistical tools has also been taught by Six Sigma, lean, and other methodologies that have become widespread over the last ten years. In updating this book, I have added 34 tools and 18 variations. Many of these tools existed when the first edition was published but were not yet used widely, or by the typical quality improvement team, or (I must confess) by me and my organization. Some of these new tools were used in other fields, such as the social sciences, but had not yet been adopted into quality improvement. As I wrote this edition, I discovered that I could spend years discovering the many varieties of quality improvement methodologies and the many creative applications of tools for improving work processes. At some point, however, I had to say Enough! and send the book to print. Some of the added tools for example, design of experiments and benchmarking are too complex to be learned from the description in this book, but an overview is provided so that the reader will know when the tool is appropriate or even essential to the improvement process and be encouraged to use it, with expert assistance. Many of the new tools, however, are not difficult and can be learned easily from this book. That has always been the intent: to help team members and facilitators find and use the right tool at the right time in their improvement processes. Another decade of Baldrige Award winners has continued to show us that there are many paths to excellence and that the tools and methods of quality improvement apply well to nonindustrial areas such as education and healthcare. This edition includes examples from a wider range of applications. Readers of the first edition asked for more case studies. The Quality Improvement Stories chapter has been expanded to include detailed case studies from three Baldrige Award winners. xxiii
24 xxiv Preface to the Second Edition A new chapter, Mega-Tools: Quality Management Systems, puts the tools into two contexts: the historical evolution of quality improvement and the quality management systems within which the tools are used. The last ten years have also seen increasing use of computers, especially the prevalence of software for all sorts of quality improvement tasks and the explosion of the Internet. This edition recognizes the computer as a valuable assistant to remove drudgery from many of the tools procedures. However, it is critical to know the tool well enough to set up the computer s task and to understand and act on the results the computer provides, and this edition gives the reader that knowledge. Computers have taught us all how valuable icons can be for instant understanding. This edition liberally uses icons with each tool description to reinforce for the reader what kind of tool it is and where it is used within the improvement process. Before beginning work on this second edition, I used a basic quality principle: I asked my customers (readers) what the first edition did well and what could be improved. The needs of both seasoned quality practitioners and those just beginning to learn about quality were kept in mind as the book was written. I hope the improvements to The Quality Toolbox delight you by exceeding your expectations!
25 Acknowledgments The tools of quality improvement have been developed by many people over a long time. Some of the toolmakers are well known, but many of the tools have been talked and written about so often that their origins are lost. I have been able to identify originators of many of the tools and have given credit to their inventiveness in the Resources. I am equally grateful to those whose names I do not know. Everyone who has contributed to the body of quality knowledge has helped us all find the satisfaction of learning, improving, and becoming just a bit more excellent. Creating this book required the guidance and help of many people. My first teachers, mentors, and colleagues in quality improvement were Tom Dominick and Mark Rushing, and I am grateful for the experience of working with both of them. Tom introduced me to quality improvement as a discipline and shared his enthusiasm for the value of quality methods in an organization. He taught me to borrow, adapt, and customize from many sources. Mark s depth of understanding, innovativeness, and integrative thinking make him a source for a wealth of ideas and insight. I have learned much from working beside him and from our conversations about new ideas and applications. Too many people to name individually have helped me understand the concepts and methods of quality improvement, especially my colleagues in quality. My thanks to each of you who have shared your ideas, successes, and failures with me. I am grateful to all the people of Ethyl and Albemarle Corporations, whom I have taught and learned from, as we labored together to apply these methods to improve our work and organizations. I am indebted to my colleague Dave Zimmerman, who created initial drafts of several tools when this book was first expanded beyond a thin compendium of the most basic ones. He first brought brainwriting and list reduction to my attention. The entertaining example for the importance performance analysis also was devised by Dave. For the second edition, many people were generous with their time and knowledge. My thanks to Romesh Juneja of Albemarle for sharing his perspective on Six Sigma and to Sharron Manassa formerly of ASQ for invaluable research assistance. When I searched for applications outside my experience, many people generously stepped forward with experiences and insight that made the examples and case studies come to life. Thanks to Lance Casler, Anne Papinchak, Traci Shaw, and Lyn Tinnemeyer-Daniels of Medrad; xxv
27 1 How to Use This Book Acarpenter with only a hammer, a screwdriver, a pair of pliers, and a straightblade saw can build cabinets that are functional, but plain and crude. The carpenter with many different tools at hand will be able to create unique and well-crafted items and solve problem situations. Like a carpenter s toolbox, The Quality Toolbox provides you with a choice of many tools appropriate to the wide variety of situations that occur on the road to continuous improvement. In fact, 148 different tools and variations are described with step-by-step instructions. What is a quality tool? Webster defines a tool as: Any implement, instrument, or utensil held in the hand and used to form, shape, fasten, add to, take away from, or otherwise change something.... Any similar instrument that is the working part of a power-driven machine.... Anything that serves in the manner of a tool; a means. 1 So tools are relatively small, often parts of a larger unit; they do something; each is designed for a very specific purpose. Thus, concepts are not tools, because they don t do anything, and methodologies or systems are not tools, because they are large and do too many things, although each of these have been called tools. Quality tools are the diagrams, charts, techniques and methods that, step by step, accomplish the work of quality improvement. They are the means to accomplish change. If the Toolbox were only a step-by-step guide to many tools, it would be difficult to use. No one wants to read such a book cover to cover. How can you know a tool will be useful if you don t already know the tool? Several aids help guide you to the right tool for the situation. 1 2ff7e9595c
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